Oct 2021 – Apr 2022 · 6 mos · Guadalajara, Jalisco, México

• Monitoring and Troubleshooting virtual and physical Red hat linux 6/7/8 Servers
• Installation, removal and upgrade of software on demand, configuration and Troubleshooting
• Increase, Decrease, Managing hard drive capacity using LVM
• Deployment, installation and backups (snapshots)
• Monitor alerts (CPU, memory, disk usage, Offline alerts, etc.)
• Document tickets via Service Now
• Administration permissions (owners, groups, permissions and ACL)
• Join Mayor Incidents to fix issues with the servers
• Implementing and documenting RFC’s

Jul 2021 – Oct 2021 · 3 mos · Área metropolitana de Guadalajara, México

• Working closely with the Development and Cloud Operations teams to develop and maintain their requirements and ensure the platform is designed to be user friendly and operable.
• Monitor system events to ensure health, system availability and service quality by performing system and application patching, and keeping the operating systems and software up to date.
• Resolve all incidents and tasks by providing support on tools and applications used by our internal partners, as well as troubleshooting.
• Maintain updated documentation regarding installation, configuration, operation and troubleshooting procedures related to systems
• Installing business applications programs.
• Sysadmin duties Pega PRPC platform, SSL certificates, Active Directory, Database, Network.
• Linux Administrator
• Tracking activities in our ticketing/service now system
• Docker implementation and sysadmin duties, backend operations in containers , configurations and delivering platform dependencies.

Mar 2017 – Mar 2021 · 4 yrs · Área metropolitana de Guadalajara, México

• Client support and technical issue resolution via email and phone, as Level 2 end-user support.
• Proactive monitoring of internal application which run under Gnu/Linux (Red Had and Suse Linux)
• Application, operation system and Hardware support.
• Troubleshoot services as apache, tomcat , network, hard drive , memory, performance
• Ability to problem solve and work with others to find the best solution, Documentation of daily activities using the sugar ticket software and OPAS ticket.
• Perform analysis daily on all Linux Servers and applications running on these systems to ensure security, stability and performance. Manage requests from customers and escalate issues using the appropriate SLA.
• Actively hardware monitoring different vendors (IBM, HP, Dell hardware) and technologies (Dell Blades, Equal Logic, Compellent, DX)
• Operating system troubleshooting (apache, tomcat , networks issues, space issues, software issues.)

Feb 2015 – Dec 2016 · 1 yr 10 mos · Guadalajara y alrededores, México

• Assessing Major incidents escalated by Service desk and set the priority according to the impact definition and driving the call to restore service per SLA.
• Assessing and provide the second level troubleshooting prior escalating to the Level 3 Major Incident Support.
• Creating and Designing the Playbook tool which is used to involve the required team personnel to actively engaged and restore service.
• Possessing an overview of multiple applications such as Banking and Enterprise applications.
• Executing a reports and Splunk to identify a preventive action to mitigate interruption.
• Utilizing tools to investigate on the transaction failures and analyze the failure to prevent the impact to members. Involved in Service Manager and ServiceNow ticketing tools enhancement.
• Communicating to Manager on Duty about the updated of the business impact (in verbal or written form). Facilitate a conference call to get the appropriate teams and personnel to investigate and
• troubleshoot the issue.
• Sending out regular updates via Business communications to Business Executives on progress of
• the issue. Activating the playbooks which are already in use to engage the appropriate teams and personnel to restore service.
• Auditing tickets on regular basis to provide better quality of service.
• Reviewing the current process on regular intervals and analyze the process to focus on process improvement to reduce business impact.
• Review Playbook, Application List, and/or Vendor list for appropriate support team engagement and escalate as needed. Involving in analysis, design and consulting of process development and has made quality. Deliverables in compliance with “ITIL” standard.

Mar 2012 – Feb 2015 · 2 yrs 11 mos · Guadalajara y alrededores, México

• Handle Service Call and Incident tickets including receipt, record, initial classification and support, following the established procedures to guarantee the quality of service.
• Troubleshooting Linux servers performance and maintenance
• Escalate Service Call and incident tickets to local and Level 3 support groups when required
• applying the established procedures. Own, monitoring and tracking incident tickets following the established procedures to guarantee the users satisfaction.
• Process and resolve service calls and incident tickets not assigned to second-line support based on
• the established procedures to guarantee the established level of service.
• Manage Active Directory user accounts (create, delete and maintain changes) on demand following the established procedures.
• Develop and provide knowledge base entries, how-to. IT Library, and bulletins using the established templates and guidelines, Active Directory accounts creations, add groups to the users accounts, grant access for applications, create new ip phones configurations, new vpn account, resolve problems with Phones, VPN connections, Linux troubleshoot, folder or security access.

Aug 2010 – Feb 2012 · 1 yr 6 mos · Guadalajara y alrededores, México

• Installing, configuring and troubleshooting desktop systems, Linux Systems, workstations and
• servers. Maintaining security passwords, data integrity and security of the file systems for the desktop environment.
• Recommend hardware and software solutions, including new acquisitions and upgrades of equipment.
• Participate in the development of information technology and infrastructure projects.
• Conduct training programs designed to educate users in an organization about basic and
• specialized applications.
• Repair of computer equipment, Replace computers devices, format hard disk, scanning virus,
• and set up different configurations system. Analyze documentation that validates the project in order to support and user training, document the training process to ensure their stability.
• Enable network ports.